Senior Staff Technical Support Engineer

Kong Inc.; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Kong Inc. is seeking a Senior Technical Support Engineer to resolve complex, mission-critical issues across production and pre-production environments. You will collaborate with top developers worldwide and influence product and engineering roadmaps.

You will troubleshoot via live calls and emails, create knowledge articles, and work with engineering, product, and customer-facing teams to improve stability and customer experience. 8+ years in high-touch roles required.

Qualifications

• 8+ years in a high-touch, customer-facing technical role.
• Strong foundation in API management, HTTP protocols, and modern app architectures.
• Experience implementing secure authentication flows (OpenID Connect, OAuth).
• Proficient with cloud infrastructure (AWS/Azure/GCP) and container orchestration.
• Operational knowledge of Git/GitHub, change control, and CI/CD workflows.
• Ability to use AI tools to streamline technical workflows and diagnostics.

Responsibilities

• Resolve complex issues across production and pre-production environments.
• Lead live troubleshooting via calls and emails in enterprise settings.
• Create knowledge articles to support product use cases.
• Provide real-time feedback to engineering and product teams.
• Collaborate with Education, CSMs, and other teams to improve customer outcomes.
• Deliver RCAs and strategic insights for high-severity escalations.
• Drive cross-functional projects to improve product stability and customer experience.

Skills

API management

HTTP protocols

Cloud infrastructure

Docker

Kubernetes

OpenID Connect / OAuth

CI/CD workflows

Git / GitHub

Executive/escalation leadership

Technical mentorship

Tools

Git/GitHub

CI/CD

Docker

Kubernetes

Job description

About the Role:

Join the company's fast-paced Technical Support Engineering (TSE) team to resolve complex, mission-critical issues across production and pre-production environments. In this role, engineer-to-engineer collaboration drives success as you champion the customer's voice, directly influencing our product and engineering roadmaps. Expect high-impact work, genuine ownership, and the opportunity to build lasting relationships with customers and partners while mastering cutting-edge technologies.

What You’ll Do:

• Working with top developers from around the world; helping to implement the company Products and Technologies, including our API Gateway and AI Gateway solutions
• Leading the investigation of complex technical puzzles and working collaboratively to understand and resolve customer issues via live troubleshooting calls and emails in an enterprise environment
• Creating knowledge articles to compliment our documentation and enable customers to better understand product use cases
• Work closely with engineering and product by providing real-time feedback about product performance and customer needs
• Collaborate closely with other customer-facing teams, including Education, Technical Account Managers, CSMs, and PS for customer issues
• Participate in bringing innovation within the support team, the company, and our customers by looking for better ways to do the work we do, improve the tools we use, and improve the way we raise the bar on the service we deliver to our Global 5000 customers
• Provide technical mentorship to other team members and participate in any ad hoc projects
• Serve as a trusted advisor to Support leadership by delivering executive summaries, detailed Root Cause Analyses (RCAs), and strategic insights for high-severity escalations
• Drive key cross-functional projects that improve product stability, operational workflows, and the overall customer experience

What You’ll Bring:

• Strong foundation in API management, HTTP protocols, and modern application architectures
• Experience implementing secure authentication and authorization flows ("e.g., OpenID Connect, OAuth")
• Expertise with cloud infrastructure (AWS, Azure, GCP) and container orchestration (Docker, Kubernetes, Serverless)
• Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows
• Ability to utilize AI tools (Claude, Gemini, etc.) to streamline technical workflows and diagnostics
• 8+ years in a high-touch, customer-facing technical role ("e.g., Support Engineering, Solutions Architecture, or Technical Account Management")
• Proven leadership and escalation management within a technical role
• Ability to drive high-impact technical projects alongside daily support queue management
• Specialized support expertise tailored to high-value enterprise clients and executive accounts.

About the company:

the company, the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, the company’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com.